Quality Analyst with Italian , Accenture Operations

Quality Analyst with Italian

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Confidential salary

Salaries on similar positions:1135 - 1255 EUR/luna

Brașov, Iași, București

Spoken languages

Italiană (avansat)

Join our team as a Quality Analyst, where you will monitor, evaluate, and improve the quality of customer service interactions. You will help ensure compliance with quality standards, internal procedures, and customer experience requirements while supporting continuous service improvement.

Job location: Bucharest, Brasov or Iasi | Work from Office (first 6–12 months), followed by Hybrid | Rotational 8-hour shifts, Monday–Friday, scheduled between 08:00 AM and 08:00 PM Romania time.

Your mission

Monitor and evaluate customer interactions, including inbound and outbound calls, against established quality standards;
Review adherence to customer service procedures, processes, and operational guidelines;
Assess how agents handle customer requests, inquiries, and challenging situations;
Identify quality gaps, recurring issues and trends, and opportunities for process improvement, and provide actionable feedback to agents and Team Leaders;
Collaborate with Customer Service, Training, and Operations teams to enhance service quality and refine evaluation criteria and QA processes.

Required Qualifications

Italian & English – B2 level;
High school diploma;
Minimum 2 years of experience in Quality Assurance, Quality Analysis, Auditing, or a related field;
Experience evaluating customer interactions and identifying quality improvement opportunities;
Ability to provide feedback and recommendations based on quality assessments;
Attention to detail and ability to identify errors, non-compliance issues, and process gaps.

Employee Benefits – Be well, work well, live well

Private medical and dental coverage through Regina Maria;
Flexible benefits package via Benefit Online, including vouchers, transportation, wellness, and cultural activities;
23 vacation days, with additional days awarded through our loyalty program;
Additional private pension plan starting from the second month of employment;
Access to extensive learning, training, and career development opportunities;
Well-being support, including psychological counseling and premium wellness apps;
Life insurance coverage for you and your loved ones;
Flexible working hours, depending on project requirements.

Discover the full range of Accenture benefits here:

Accenture Operations

4.48

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Accenture is a leading global professional services company helping the world’s top businesses, governments, and organizations build their digital core, reinvent with data and AI, optimize operations, and accelerate growth. We are a talent‑ and innovation‑led company of approximately 779,000 people in more than 120 countries.
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Since 2006, we’ve grown to over 4,500 colleagues across Bucharest, Timișoara, Iași, Brașov, Cluj-Napoca, and Târgu Mureș.
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